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  • Assistance and mobility

    Assistance and accessibility

    Helping you on your way

     

    Our special assistance services are still available for use at Heathrow.

    We have put in place additional measures to protect those using our services which include:

    • Perspex dividing screens installed in our motorised buggies
    • Enforced social distancing in waiting areas
    • Disposable protective jackets for those assisting passengers with sight loss so that passengers can take their elbow or shoulder safely for guidance. The AIRA app is also available for those who would prefer navigation assistance through the terminal without an agent.
    • Limits to the number of passengers that can be transported together in the one assistance vehicle
    • All wheelchairs and buggies are disinfected after every use
    • Provision of "Face Covering Exempt" cards and hidden disability sunflower lanyards.

    Other measures in place include the use of masks by colleagues and passengers, additional cleaning processes, and the provision of hand sanitiser stations.

    Woman in wheelchair smiling with a man

    ASKING FOR ASSISTANCE

    A helping hand

    Let your airline, tour operator or travel agent know 48 hours in advance if you would like assistance.

    Woman in wheelchair smiling with a man

    Help at every stage

    Getting help at Heathrow

    Whatever your disability, we can help at every step of your journey. Watch the video to find out how we can support you or someone you care for.

    Watch it your way

    Give us your feedback

    If you have recently used the Passenger Assistance service at Heathrow airport we would love to hear what you thought of it.